Analyst - Operations

American Express; Gurugram District; On-site; INR 4,00,000 - 6,00,000; Full time

Job summary

A leading financial services company seeks a customer service professional in Gurugram. The role involves managing customer requests related to payments, reconciliations, and account issues. Candidates must have a graduate degree and at least one year of experience, preferably in the U.K or Canada market. Strong communication and analytical skills are essential, alongside a commitment to high-quality service.

Qualifications

• Minimum 1 year of experience in customer service.
• Proficiency in MS Office and Power Point.
• Experience in U.K or Canada market preferred.

Responsibilities

• Deliver high standards of customer service for premium customers.
• Handle customer payments, reconciliations, and account maintenance.
• Conduct root cause analysis to improve workflow based on customer demands.
• Ensure adherence to KPIs and SLAs for quality service.

Skills

Customer service orientation

Analytical skills

Communication skills

Attention to detail

Education

Graduate degree

Tools

MS Office

Power Point

Job description

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

How will you make an impact in this role?

• The Primary Objective Would Be to Deliver Very High Standards of Customer Service by Handling Customers request such as Payments, Reconciliation, Account Maintenance, Credit Balance Refund, New Card Issuance, Financial Adjustments and Other Queries for Premium and High Value Customers.
• Complete All Transactions Agreed with the Customer and Adhere to All Timelines and Deadlines Set
• Suggest Process Improvements / Changes to Achieve & Ensure “First Contact Resolution”
• Conduct Root Cause Analysis of Incoming Correspondence to Recommend Changes in Workflows, Procedures, Servicing Levels, Based on Customers’ Demands To Meet Their Needs & Ensure Exceptional Quality Service Is Given At All Times
• Handle All Written Customer Enquiries, Maintenance and Non-Se Disputes for Customers in A Timely and Accurate Manner
• Ensure Smooth Functioning of CMMI By Meeting Key Performance Indicators & Achieving Laid Down SLAs
• Work with Other Operations Departments and Customer Groups to Deliver Quality Service and Support New Product Launches, Promotions Etc.
• Contribute Towards Team Goals by Strictly Managing Individual Productivity Targets
• Ensure Complete Adherence to Approval Grid for Financial Adjustments by Team and Self

Minimum Qualifications

• Graduate with minimum 1 year of experience.
• Proficiency in MS Office & Power Point
• Prior experience in U.K or Canada market
• Good communication skills both written and oral
• Strong Analytical skills & attention to detail
• High level of Customer sensitivity, commitment & service orientation
• High result orientation
• Ability to take independent decision & meet stringent deadlines

Preferred Qualifications

• Experience in handling ‘Payment, Reconciliation, Account maintenance and Credit Bureau’ queries will be preferred

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.